As a Customer Care Associate with Convera based in our Costa Rica office, you will be responsible to provide Best in Class Care to Convera customers from first contact through to resolution or where cases are not resolved within the expected timeframes leading to dissatisfaction or complaint. This role will bridge the gap between what our customers need and what we’re delivering – allowing us to constantly evolve and exceed customer expectations.  

Objective of this role 

• Drive a seamless customer experience that creates positive sentiment for Convera brand.
• Develop in-depth knowledge of our product offerings and provide informative support and tailored recommendations to customers.
• Support the team and business goals by delivering Best in Class service to Convera customers. 

Responsibilities 

• Deliver friendly and professional service to customers through inbound, outbound and eService channels in high volume, fast-paced environment.  

• Quickly identify and solve problems of diverse scope on the spot. 

• Ability to devise solutions based on limited information and precedent and adapt existing approaches to resolve issues.  

• Evaluate processes, devise improvements, measure results, and iterate. Ability to imagine and ambitiously drives towards “Best in Class Customer Care”.  

• Drive first contact resolution while identifying barriers to excellent service and work towards eliminating them. 

• Understand regulatory requirements and how Convera’s policies and processes support our customers and our obligations. 

• Manage requests from external legal entities, Global Regulators eg: FMA, FCA and/or Global ADR bodies e.g.: UK Financial Ombudsman Service (FOS), Australian Financial Complaints Authority (AFCA) etc in connection with complaints. 

• Required to work on projects and assist with business improvements.  

• Supports leadership with delivering Management Information, regulatory reporting, analytical reporting, and statistical summaries. While demonstrating the ability to use data to draw a comprehensive, balanced view. 

Required skills and qualifications 

• A minimum of 1 year of related experience with a Bachelor’s degree; or equivalent work experience (Finance, Banking, Accounting...)
• Strong communication skills, both written and oral and can clearly explain complex information to customers and internal stakeholders.
• A passion for Best-in-Class Customer Care, a Customer Champion.
• Passion for providing an exceptional customer experience. 
• Strong problem solving and conflict resolution capabilities. 
• Ability to learn and adapt quickly to new technology and processes. 
• Be a self-starter and master of time management, the ability to multi-task, and prioritize consistently sustaining high levels of productivity and quality in a fast-moving growth focused organization. 
• The ability to remain calm and resilient when solving problems, facing challenges, and recovering from mistakes.
• Good knowledge of MS applications
• Ability to communicate fluently in English and Portuguese, verbally and written 

Preferred skills and qualifications 

• Experience in customer-facing role with direct responsibility of managing customers.
• Experience with data analytics tools.
• Excellent attention to detail.

About Convera

Convera is the largest non-bank B2B cross-border payments company in the world. Formerly Western Union Business Solutions, we leverage decades of industry expertise and technology-led payment solutions to deliver smarter money movements to our customers – helping them capture more value with every transaction. Convera serves more than 30,000 customers ranging from small business owners to enterprise treasurers, educational institutions, financial institutions, law firms, and NGOs.

Our teams care deeply about the value we bring to our customers, making Convera a rewarding workplace. This is an exciting time for our organization as we build our team with growth-minded, results-oriented people who are looking to move fast in an innovative environment.

As a truly global company with employees in over 20 countries, we are passionate about diversity; we seek and celebrate people from different backgrounds, lifestyles, and unique points of view. We want to work with the best people and ensure we foster a culture of inclusion and belonging.

We offer an abundance of competitive perks and benefits including:

• Market competitive salary.
• Great career growth and development opportunities in a global organization.
• A flexible approach to work and a hybrid schedule with 2 days in office.
• Generous insurance (health, disability, life).
• Paid holidays, time-off, and leave policies for life events (maternity, paternity, adoption).
• Paid volunteering opportunities (5 days per year).
• Shift Hours: Monday to Friday, Morning shift- 8:00-5:00pm.

There are plenty of amazing opportunities at Convera for talented, creative problem solvers who never settle for good enough and are looking to transform Business to Business payments.

Apply now if you’re ready to unleash your potential.

Como Asociado en Atención al Cliente en Convera, con sede en nuestra oficina de Costa Rica, serás responsable de brindar una atención de clase mundial a los clientes de Convera desde el primer contacto hasta la resolución, o en los casos que no se resuelvan dentro del tiempo esperado y generen insatisfacción o queja. Este rol cerrará la brecha entre lo que nuestros clientes necesitan y lo que estamos entregando, permitiéndonos evolucionar constantemente y superar sus expectativas.

Objetivo del puesto

• Impulsar una experiencia del cliente fluida que genere una percepción positiva de la marca Convera.
• Desarrollar un conocimiento profundo de nuestras ofertas de productos y brindar soporte informativo y recomendaciones personalizadas a los clientes.
• Apoyar al equipo y los objetivos del negocio ofreciendo un servicio de clase mundial a los clientes de Convera.

Responsabilidades

• Brindar un servicio amable y profesional a los clientes a través de canales de entrada, salida y eService en un entorno de alto volumen y ritmo acelerado.
• Identificar y resolver rápidamente problemas de diversa índole en el momento.
• Capacidad para idear soluciones con información limitada y precedentes, y adaptar enfoques existentes para resolver problemas.
• Evaluar procesos, proponer mejoras, medir resultados e iterar. Capacidad para imaginar y avanzar ambiciosamente hacia una “Atención al Cliente de Clase Mundial”.
• Promover la resolución en el primer contacto, identificando barreras para un excelente servicio y trabajando para eliminarlas.
• Comprender los requisitos regulatorios y cómo las políticas y procesos de Convera respaldan a nuestros clientes y nuestras obligaciones.
• Gestionar solicitudes de entidades legales externas, reguladores globales (por ejemplo: FMA, FCA) y organismos globales de resolución de disputas (por ejemplo: UK Financial Ombudsman Service, Australian Financial Complaints Authority).
• Participar en proyectos y colaborar con mejoras del negocio.
• Apoyar a la dirección en la entrega de información gerencial, reportes regulatorios, análisis y resúmenes estadísticos, demostrando capacidad para usar datos y obtener una visión integral y equilibrada.

Habilidades y requisitos necesarios

• Mínimo 1 año de experiencia relacionada con título universitario; o experiencia laboral equivalente (Finanzas, Banca, Contabilidad...).
• Fuertes habilidades de comunicación, tanto escrita como oral, con capacidad para explicar información compleja a clientes y partes interesadas internas.
• Pasión por la atención al cliente de clase mundial; ser un defensor del cliente.
• Entusiasmo por brindar una experiencia excepcional al cliente.
• Sólidas habilidades para resolver problemas y manejar conflictos.
• Capacidad para aprender y adaptarse rápidamente a nuevas tecnologías y procesos.
• Ser proactivo y tener excelente gestión del tiempo, capacidad para realizar múltiples tareas y priorizar, manteniendo altos niveles de productividad y calidad en una organización enfocada en el crecimiento.
• Capacidad para mantener la calma y resiliencia al resolver problemas, enfrentar desafíos y recuperarse de errores.
• Buen conocimiento de aplicaciones de Microsoft.
• Capacidad para comunicarse fluidamente en inglés y Portugues, tanto verbal como escrito.

Habilidades y requisitos deseables

• Experiencia en roles de atención al cliente con responsabilidad directa en la gestión de clientes.
• Experiencia con herramientas de análisis de datos.
• Excelente atención al detalle.

Sobre Convera

Convera es la empresa de pagos transfronterizos B2B más grande del mundo fuera del sector bancario. Anteriormente conocida como Western Union Business Solutions, aprovechamos décadas de experiencia en la industria y soluciones tecnológicas para ofrecer movimientos de dinero más inteligentes a nuestros clientes, ayudándolos a obtener más valor en cada transacción. Convera atiende a más de 30,000 clientes, desde pequeñas empresas hasta grandes corporaciones, instituciones educativas, financieras, bufetes de abogados y ONGs.

Nuestros equipos se preocupan profundamente por el valor que brindamos a nuestros clientes, lo que hace de Convera un lugar de trabajo gratificante. Este es un momento emocionante para nuestra organización, ya que estamos formando un equipo con personas orientadas al crecimiento y a los resultados, que buscan avanzar rápidamente en un entorno innovador.

Como empresa verdaderamente global con empleados en más de 20 países, nos apasiona la diversidad; buscamos y celebramos personas de diferentes orígenes, estilos de vida y puntos de vista únicos. Queremos trabajar con los mejores talentos y fomentar una cultura de inclusión y pertenencia.

Ofrecemos una amplia gama de beneficios competitivos, incluyendo:

• Salario competitivo en el mercado.
• Grandes oportunidades de crecimiento profesional en una organización global.
• Enfoque flexible de trabajo y horario híbrido con 2 días en oficina.
• Seguro generoso (salud, discapacidad, vida).
• Días festivos, tiempo libre y políticas de licencia para eventos importantes (maternidad, paternidad, adopción).
• Oportunidades de voluntariado pagadas (5 días al año).
• Horario: lunes a viernes, turno matutino de  8:00 a.m. a 5:00 p.m.

Hay muchas oportunidades increíbles en Convera para personas talentosas, creativas y resolutivas que nunca se conforman con lo suficiente y buscan transformar los pagos B2B.

¡Postúlate ahora si estás listo para liberar tu potencial!

Customer Support Associate

Pune- Hybrid

Are you passionate about providing world-class customer experience? Do you want to unleash your potential for a global FinTech that is passionate about moving money for better? Do you want to further your career in Financial Services? If so, join Convera as a Customer Support Associate. 

You will be responsible for being our first point of contact for our internal and external customers, looking for first contact resolution or redirecting the customer to the proper support group for further assistance. 

In your role as Customer Support Associate, you will be: 

• Handling of incoming calls, emails and contacts through service center from both Internal and External Customers in relation to both pre and post-payment queries, in accordance with agreed SLAs and quality standards.
• Ensuring all relevant information is input accurately and completely on internal tools and it is updated each time an action is carried out relating to that client.
• Updating cases and clients regularly, in accordance with agreed SLAs.
• Acting as a bridge for the customer to redirect as needed to look for first contact resolution.
• Working on cases such as resetting customer's password, setting up new users, managing past due payments and overdue contracts, liaising with customers and internal departments regarding post payment queries, keying workaround orders as appropriate.
• Running daily controls to ensure smooth running of our day to day processing and working with other internal departments should any concerns arise
• Adhering to compliance and regulatory requirements whilst delivering high level of customer service to our clients
• You must be able to work well independently and as part of a team, be it in an office or remote environment

You should apply if you have:

• Experience in a busy team in a client facing function/customer service role, preferably within a financial services environment
• A passion for excellence in customer service and customer management along with proven track record for embedding this passion in team culture
• Excellent communication and listening skills with ability to network and build internal and external relationships at all levels.
• Excellent time management and attention to detail
• Proactive & not afraid to speak up should you see something you don’t think looks right
• Critical thinking to work on customer's behalf, looking for first contact resolution
• Team mindset to step in and help others as needed
• Adaptability to fast-paced environments
• Experience in using MS Outlook, Excel, Word, PowerPoint and the internet.

Preferred qualifications:

• 2+ years of experience in a client facing function/customer service role
• Knowledge of FX markets and commercial awareness
• Ability to navigate across multiple systems
• High degree of self-motivation
• Comfortable in ambiguous environments
• Advanced communication skills to develop rapport, de-escalate frustrated customers and interact with internal relationship managers

About Convera
Convera is the largest non-bank B2B cross-border payments company in the world. Formerly Western Union Business Solutions, we leverage decades of industry expertise and technology-led payment solutions to deliver smarter money movements to our customers – helping them capture more value with every transaction. Convera serves more than 30,000 customers ranging from small business owners to enterprise treasurers to educational institutions to financial institutions to law firms to NGOs.
Our teams care deeply about the value we bring to our customers which makes Convera a rewarding place to work. This is an exciting time for our organization as we build our team with growth-minded, results-oriented people who are looking to move fast in an innovative environment. 
As a truly global company with employees in over 20 countries, we are passionate about diversity; we seek and celebrate people from different backgrounds, lifestyles, and unique points of view. We want to work with the best people and ensure we foster a culture of inclusion and belonging.

We offer an abundance of competitive perks and benefits including: 

• Competitive salary
• Opportunity to earn an annual bonus. 
• Great career growth and development opportunities in a global organization.
• A flexible approach to work

There are plenty of amazing opportunities at Convera for talented, creative problem solvers who never settle for good enough and are looking to transform Business to Business payments. Apply now if you’re ready to unleash your potential.

#LI-AK1

Convera is seeking a Client Service Specialist with German language skills (Polish language could be an advantage). In this role you’ll facilitate a positive journey for Clients through the efficient and timely handling of pre- and post-transaction queries, driving Client satisfaction and retention.
This role handles enquires placed online, emailed and via telephone calls to a high consistent quality, and ‘on time’ interactions are key. This role supports and encourages Clients in using online digital tools and identifies opportunities for upsell, working closely with the Sales team. This is a hybrid work model (onsite 2-3 times per week), working hours Monday to Friday, 9 am – 6 pm.

Please note: For this position, we are unable to provide visa sponsorship now or in the future. Candidates must already have the legal right to work in Lithuania and be able to start and maintain employment without visa support from Convera.

You will be responsible for:

• Request Handling - Pre & post-transaction queries, handling client contact with a professional demeanor
• Resolve multi-channel Client transaction queries providing answers immediately where possible and escalating to Sales teams when required, to ensure delivery of responsive service to Clients.
• Utilize business and product knowledge to identify opportunities to refer to Sales teams, to meet additional Client needs and increase revenue. 
• Support and encourage clients to utilize digital platforms, by demonstrating the functionality of online tools and explaining the benefits.
• Deliver, high quality, consistent interactions adhering to agreed SLAs and KPIs. Identify areas of improvement and put them forward to the team and participates in team initiatives as needed.
• Support in collecting required data and documents from clients by proactively reaching out to clients, following a reminder process and support clients on ad-hoc questions relating to process.
• Contribute towards trend analysis to support strategic client experience enhancements.
• Administration and Reporting.

You should apply if you have:

• Experience of working within a Client facing role. Professional telephone manner with an ability to develop rapport with external customers, excellent written and verbal communication skills; with ability to ask probing questions to understand customer needs. 
• Experience of working within a high-volume service delivery environment. Ability to work under pressure and ability to meet deadlines/high sense of urgency.
• Experience of working with Financial Services (desirable).
• Ability to navigate a computerized data entry system and familiarity with office productivity tools e.g. MS Office.
• Ability to handle objections and complaints.
• High degree of accuracy, attention to detail and self-motivation. 
• Strong team player.
• Ability to identify and implement ways of improving efficiency. 
• Ability to deal effectively with all people in a variety of roles, build and maintain supportive relationships with key business contacts, to include the forging of relationships with key stakeholders within the business.

About Convera

Convera is the largest non-bank B2B cross-border payments company in the world. Formerly Western Union Business Solutions, we leverage decades of industry expertise and technology-led payment solutions to deliver smarter money movements to our customers – helping them capture more value with every transaction. Convera serves more than 30,000 customers ranging from small business owners to enterprise treasurers to educational institutions to financial institutions to law firms to NGOs.

Our teams care deeply about the value we bring to our customers which makes Convera a rewarding place to work. This is an exciting time for our organization as we build our team with growth-minded, results-oriented people who are looking to move fast in an innovative environment. 

As a truly global company with employees in over 20 countries, we are passionate about diversity; we seek and celebrate people from different backgrounds, lifestyles, and unique points of view. We want to work with the best people and ensure we foster a culture of inclusion and belonging.

We offer an abundance of competitive perks and benefits including:

• Market competitive monthly gross salary starts at 2,200 EUR
• Bonus for German language
• Great career growth and development opportunities in a global organization
• A flexible approach to work (6-10 days per month in the office)
• Generous insurance (health, disability, life) 
• Paid holidays, time-off, and leave policies for life events (maternity, paternity, adoption)
• Work from abroad 60 days per year
• 3 wellness days per year
• Paid volunteering opportunities (5 days per year)

There are plenty of amazing opportunities at Convera for talented, creative problem solvers who never settle for good enough and are looking to transform Business to Business payments. Apply now if you’re ready to unleash your potential.

#LI-SU1